Troubleshoot Stardeck Edge
Diagnose Edge setup, connection, printer, cash-drawer, display, and update problems.
Start by connecting an HDMI display directly to the Edge machine, then restart the machine. The screen shows local startup and connection logs, even when the machine cannot reach Stardeck.
Take a clear photo of the final error lines. They are usually more useful than a photo of the dashboard's Offline badge.
If the machine is showing Stardeck-Setup-XXXX, join it and open the setup page. Its
Diagnostics panel provides another view of recent Edge, Wi-Fi, and update logs.
Setup and pairing
The Stardeck-Setup network does not appear
Check that the Edge machine has power, then wait several minutes after startup.
- A flashing green LED means it is waiting for first-time setup.
- A paired machine with no network waits about two minutes before opening the setup network.
- A machine that still has a local network connection does not enter Wi-Fi recovery just because the internet is down.
Connect an HDMI display and restart the machine. Look for Wi-Fi, NetworkManager, or startup errors on the local screen.
The setup page does not open automatically
Stay connected to Stardeck-Setup-XXXX, open Safari or another browser, and go to
http://10.42.0.1.
The setup network intentionally has no internet. If the phone switches back to mobile data or
another remembered Wi-Fi network, reconnect to Stardeck-Setup-XXXX and try again.
My Wi-Fi network is not in the list
The machine looks for networks just before it opens Stardeck-Setup-XXXX, and cannot look
again while that network is up — its one radio does one thing at a time. A network it missed
on that first look stays missing until it looks again.
Choose Rescan for networks under the list. The setup network disappears for about twenty seconds while the machine looks around, then comes back; stay on the page and the list refreshes by itself. If your phone drops off the setup network, rejoin it.
If the network still does not appear, choose Other — hidden network and type its name exactly. Hidden networks never appear in the list.
The pairing code expired or was rejected
Pairing codes are six digits and last 15 minutes.
Return to Settings → Edge Devices, open the machine's pairing dialog, and select New code. Enter the new code on the setup page.
Confirm that you are pairing the correct physical machine and have not created a duplicate machine record.
The machine joins Wi-Fi but pairing fails
Rejoin Stardeck-Setup-XXXX when it returns and read the error on the setup page.
Common causes are:
- a Wi-Fi network that requires a browser sign-in
- blocked DNS or HTTPS access
- an incorrect machine clock because NTP is blocked
- outbound UDP port 123 being blocked
If the error says the machine's date or clock is wrong, allow NTP and retry. Secure connections cannot work until the clock is correct.
Network and offline machines
A paired machine is offline or flashing red
Check power, Ethernet, the router, and whether other devices at the location can reach the internet.
If the Wi-Fi name or password changed, wait for Stardeck-Setup-XXXX, join it, and enter the
new network details. Do not remove the machine or create a new pairing code; Wi-Fi recovery
keeps its existing identity.
If the local network works but the internet is down, the machine stays connected to the LAN and flashes red. Restore internet access rather than trying to re-pair it.
Forget & show hotspot was selected but the machine did not return
The dashboard loses contact as soon as the Edge machine leaves its old Wi-Fi. That is expected.
Stand near the machine, wait for Stardeck-Setup-XXXX, and join it. If it does not appear,
disconnect Ethernet, then restart the machine with an HDMI display attached and read the local
network logs.
The machine is online but jobs do not arrive
Expand the machine in the dashboard and check each level:
- The machine shows Online.
- The peripheral has a green connection dot.
- The machine is granted to the app.
- The app's printer or screen alias is not marked broken.
Send a hardware test from the Edge machine settings. If the test works, the remaining problem is in the app's grant, alias, or job flow.
Printer and cash-drawer problems
A USB printer does not appear
Confirm the printer is powered on, contains paper, and uses a USB data cable. Reseat both ends, try another USB port, and wait a few seconds for discovery.
If possible, test the cable with another computer. A power-only cable can turn on a device without carrying data.
The printer appears but Test is unavailable
Test is disabled when the Edge machine is offline, the printer is disconnected, or no driver has been saved.
Make sure the machine is online, the printer has a green dot, choose ESC/POS receipt printer, and save before testing.
The receipt wraps badly or Thai text is garbled
Correct the paper width first: normally 48 characters for 80mm paper or 32 for 58mm.
For mixed Thai and English, use Image (Thai + Latin, any printer). For a printer with native Thai support, try TIS-620 with code page 21, then 20 or 26.
The cash drawer does not open
Confirm the drawer is connected to the printer's drawer port and Cash drawer attached is enabled. Test pin 2, then pin 5.
If neither works, confirm that the printer model can kick the drawer and that the cable matches the printer and drawer.
Display problems
A connected HDMI display is not detected
Confirm the screen is powered on and set to the correct HDMI input. Reseat the cable, then try the other HDMI port.
Refresh the Edge machine in the dashboard. A connected display should have a green dot.
The display is preparing for a long time
First-time kiosk preparation normally takes 5–15 minutes and needs working internet access.
If it takes longer, check the HDMI log screen for package-download or disk errors. Restarting does not normally lose the saved display configuration.
The screen is blank or shows the wrong page
Check the display's content mode, URL, app, and path. For private apps, enable Sign in automatically (private apps).
If the display is controlled live by an app, check that the machine is granted to that app and that its screen alias points to this display.
An update failed or rolled back
Leave the machine powered and online. A rollback means it protected itself by returning to the previous working release.
If the status remains Failed or repeatedly rolls back, photograph the HDMI logs and contact support. Do not repeatedly unplug the machine during Applying.
Resetting a machine
See Fix a machine by hand for the gestures.
- Removed machine still shows online: it resets on its next check-in, about a minute if powered on and online.
- Record deleted before the machine reset: it resets itself after about an hour of uptime, or factory reset it by hand now.
- Delete permanently not offered: use Remove device first.
- Another organization can't pair it: delete its record permanently to release the serial.
- Eight taps do nothing: all eight must land within five seconds, Backspace only, no holds.
- Red flutter instead of green strobe: you did the five-tap Wi-Fi reset. It is still paired.
- Five taps do nothing: needs Edge 0.7.0+. Wait the full five seconds.
- Power button only shuts down: restart once on Edge 0.6.0+, or use a USB keyboard.
Contact support
Send Stardeck support:
- the Edge machine name and serial number
- its dashboard status and last seen time
- the LED behavior
- a photo of the HDMI logs or setup-page Diagnostics panel
- what changed immediately before the problem
Do not send Wi-Fi passwords, device credentials, or an active pairing code.